2002 Call Center Consulting Metrics 
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. For example, often, the call center environment has a measure called “Average Call-Handling Time.” In our Global Customer Experience Consultancy, we were doing some work with an airline.
Customer Relationship Metrics
MAY 8, 2017
Categorical scales must be repeated multiple times to insure the correct application by the respondent, thereby limiting the effectiveness of the approach in the post-call IVR survey methodology where the goal is to quickly collect responses to as many research variables as will be acceptable. How will the survey results be used? References.
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Vistio
JUNE 29, 2021
You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. I, like most people, fell into the call center industry by accident. And I said, “Of course. Sounds exciting.
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. Carey Center for Service Leadership. When people call a call center, what they are really looking for is a relationship.
GetFeedback
JANUARY 6, 2020
Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions. Conduct buyer insight research. .
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